Senior Strategic Channels & Alliances Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Recruitment and Onboarding of System Integrators (SI): Identify, target, and engage SI partners (e.g., Capgemini, CGI, Unisys) that align with Freshworks’ ITSM and CX growth objectives.

• Develop and sustain a pipeline of potential SI partners by leveraging market mapping, networks from ex-ServiceNow and former incumbents, and competitive insights.

• Oversee the complete partner recruitment process — from initial outreach and business case creation to contract finalization and onboarding.

• Design and implement structured onboarding programs that swiftly prepare new SIs to be first-deal-ready: encompassing product knowledge, commercial terms, deal registration, and pre-sales support models.

• Partner Enablement & Acceleration: Establish and enhance SI partner capabilities across sales, pre-sales, and delivery, ensuring partners can independently position, scope, and close Freshworks solutions.

• Collaborate on joint go-to-market strategies with each SI partner, outlining target verticals, solution offerings, and co-selling initiatives with Freshworks field teams.

• Encourage participation in Freshworks enablement programs, including accreditation, demo certification, and deal support resources.

• Serve as the primary relationship manager for SI practice leads and partner alliances teams, fostering multi-threaded engagement across sales, delivery, and leadership teams.

• Pipeline & Revenue: Take ownership of a partner-sourced and partner-influenced pipeline, collaborating with CAMs and field AEs to advance and close SI-originated opportunities.

• Establish and enforce joint pipeline targets and revenue commitments with partners through structured QBRs and business planning processes.

• Co-sell with SI partners on key opportunities, providing necessary commercial, technical, and executive support.

• Monitor and report on SI pipeline health, deal velocity, and revenue contributions using Salesforce, ensuring accurate and timely forecasting.

• Strategy & Ecosystem Development: Contribute to the North America SI partner strategy, including criteria for partner selection, tiering, and investment distribution.

• Identify SI partners with existing ServiceNow or legacy ITSM practices as priority displacement targets and create engagement plans accordingly.

• Collaborate across functions with marketing, product, and pre-sales to produce SI-specific content, solution briefs, and campaign materials.

• Provide feedback on market and competitive intelligence to channel leadership, including partner sentiment, competitor partner programs, and whitespace opportunities.

⛳️ Requirements

• A minimum of 7 years of experience in channel, alliances, or partner management within a SaaS or enterprise software context.

• Proven success in recruiting and activating SI partners, rather than merely managing existing relationships.

• Deep understanding of mid-tier SI operations: including practice structures, P&L dynamics, delivery models, and partner investment decision-making.

• Experience in or related to ITSM, EX, or CX categories — familiarity with the ServiceNow ecosystem is a significant advantage.

• Commercially astute: capable of creating joint business plans, setting pipeline targets, and holding partners accountable for their commitments.

• Proficient in building and nurturing senior relationships within SI organizations — including practice leads, alliance directors, and C-level stakeholders.

• Strong discipline in pipeline management — proficient in Salesforce or equivalent CRM for tracking partner opportunities and forecasting.

• Effective in cross-functional collaboration: adept at aligning field sales, pre-sales, and marketing efforts with partner-led initiatives.

🏝️ Benefits

• Multiple options for dental, medical, vision, disability, and life insurance.

• Equity + Employee Stock Purchase Plan (ESPP).

• Flexible Paid Time Off (PTO).

• Flexible spending options.

• Commuter benefits.

• Wellness benefits.

• Adoption and parental leave benefits.